Chargeback Reason Code 75: Cardholder does not Recognize Transaction

Chargeback Reason Code 75 is issued when the card issuer receives a complaint from a cardholder stating that the transaction appearing on the monthly statement is not recognized. This code applies to both card-present and card-not-present transactions. The most common cause for a Reason Code 75 chargeback is that either the merchant store name or location reflected on the cardholder's monthly statement is not correct or recognizable to the cardholder. Merchants can take actions to remedy Reason Code 75 chargebacks on both back-office-staff- and ownership levels.

• Back-Office Staff. To prove that the cardholder has participated in the transaction at issue. your organization's back office staff should provide to the merchant processing bank any documentation or information that would assist the cardholder in recognizing the transaction. For example:
  • Sales receipt.
  • Shipping invoice or delivery receipts.
  • Description of merchandise or service purchased.
  If no supporting evidence is available or if you cannot produce a legible copy, you should accept the chargeback.
• Owner. The merchant name is the single most important factor in cardholder recognition of transactions. It is the owner's responsibility to make sure that the merchant name that the customers see on their credit card statements (also called a billing descriptor) is the one they associate with the merchant they shopped at. The owner should work with their merchant processing bank and set up the billing descriptor the right way. The merchant name, city, and state should be properly identified in the billing descriptor.